Client Services Manager

Summary To manage the National Accounts Customer Service Department personnel and to provide sales analyst support to Vice President of National Accounts. To assure the achievement of key business outcomes, orders, pricing, credit, contracts, production, external suppliers i.e.; printers, mail houses, SOP's, training and meetings.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Manage National Accounts customer service department personnel as appropriate, by counseling, coaching, hiring, advising, and directing.

Coordinate with all appropriate departments to develop the best processes and practices to ensure that customer requirements are handled appropriately and in a timely manner without jeopardizing corporate objectives.

Serve as a customer advocate to support the sales cycle, from establishing pricing of new customers, fulfilling orders, to ensuring appropriate collections and outstanding customer service (Customer first/internal).

Identify, define, and implement employee training to achieve key business outcomes, margin, customer retention (freq. order), and succession planning.

Approve and Reject Sales Related Sales Adjustments within established guidelines.

Analyze all internal reports to ensure data integrity and that best practices are being met.

Interpret and analyze monthly reports to evaluate current sales goals for the department as well as individual bonuses and budget performance.

Manage department's expenses with respect to budget, look for cost efficient ways to meet or exceed yearly budget.

Develop, track, and conduct AE and Customer Service performance appraisals.

Develop and track sales contests and awards for AE's and Customer Service Personnel

Maintain customer contract filing, volume commitments, and expiration of contracts.

Supervise department pricing approvals, contract negotiation and creation, and rebate creation.

Monitors and approves free ad orders, based upon an internal Free Ad report for costs

Provide ongoing insight and updates to AE's and Management about new business opportunities

Maintain knowledge of company policies and procedures to ensure the department is within compliance.

Conduct research on new and existing customers, as well as competitors and relay information to AE's and management.

Conduct semiannual client visits to top 25 customers.

Provide sales trend recommendations to AE's, Management, and customers.

Assist in the preparation for quarterly and yearly Executive Summaries.

Assist in developing sales budgets

Perform back-up functions to National Accounts VP.

Perform back-up functions to Marketing Manager on expansion information/updates.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

Bachelor's degree (B. A.) from four-year college or university strongly preferred; and five years industry related sales analysis experience.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, or technical procedures. Ability to write reports and business correspondence. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry. Ability to apply concepts such as fractions, percentages, and proportions to practical situations.

Computer Skills

Advanced Microsoft Office skills required.

Other Skills And Abilities

Must have good oral and written communication skills. Must have the ability to work in a team environment, detail oriented, and a self-starter that requires minimal supervision. Solid understanding of forecasting, trending, critical thinking skills to interpret data and make recommendations.

Other Qualifications

Minimal travel required depending on necessity of customer visits

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

EOE/drug-free work environment